Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/26/23 we entered into a contract for a new kitchen window and dining room sliding glass door which were both replacements. We repeatedly told the salesman ********************* at ************* that we wanted the "same as what we had but new". He took measurements and another man came by a week later and took measurements. The install happened on 7/12/23 by ************************************ at ************* with technician *****. When the install was complete they had us inspect their work. To my embarrassment I was unable to walk through the sliding door as the opening was not wide enough! The techs measured the door they had removed and that door had an opening that was 6" wider than the door they had installed! Also our kitchen window opened from both sides which is not what we ordered. ******* stated that he could fix the kitchen window with a brace that could be screwed in making the left pane of glass immovable but that the part had to be ordered through salesman **** as mentioned above. On 8/15/23 I heard from **** and ******** ************* that the part would make the screen permanent in the window so it was decided by management to re-order a new window for us. We were called and told this was accomplished but the window probably would not be ready for install until Mid-October. During this time **** was in touch with me several times by telephone trying to brainstorm ideas for the sliding glass door. What he thought was the best alternative was for us to have construction on our home to make a larger opening in our outer wall to install a larger sliding glass door! That is PREPOSTEROUS and certainly not what we wanted, ordered or expected. At this point there is no viable remedy for sliding glass door and I still cannot walk outdoor face forward. I spoke to ******** on 8/15/23 and she was unaware that **** hadn't resolved the issue. I told her I had no intention of paying the bill until there was a viable remedy.

  Customer Answer

  Date: 08/18/2023

  The business cards say "**************" but there is no office or physical address in *******.  I called the company to inquire about this and they told me it is only RBA of ******* for installation areas.  No physical location tho in *******.

  Customer Answer

  Date: 08/18/2023

  I ran out of space in the complaint to provide the info that states "none provided".  How can I provide that information?

  Customer Answer

  Date: 08/22/2023

  Nature of Complaint:
  Repair Issues
  Date Problem Occured:
  7/12/2023
  Date(s) Complained:
  None Provided
  Purchase Date:
  01/26/2023
  Salesperson:
  *********************
  Product/Service:
  Sliding glass door and kitchen window replacement
  Model #:
  None Provided
  Account #:
  None Provided
  Order #:
  None Provided
  Purchase Price:
  $11,619.00
  Payment:
  $1,000.00 down payment
  Disputed Amount:
  $11,619.00

  Customer Answer

  Date: 08/22/2023

  I filed my complaint with the ** branch of BBB since that is the main office of ***.  They forwarded it to you because I live in *******.  I cannot find anywhere an address for their ******* office and was told that there isn't an office/store front in ******* but that the ** office schedules technicians for ******* customers.

  Business Response

  Date: 08/28/2023

  We apologize for any inconvenience caused. We understand that you were not happy with the outcome of the installation and felt that the measures suggested to fix the sliding glass door was not what you wanted, ordered or expected. Our team is working tirelessly and it is our understanding we are meeting with you later this week to resolve the issue as soon as possible and we hope to have a valid remedy to your satisfaction. We value our customers and we would like to reiterate our commitment to finding a feasible solution that meets our customers needs.

  Customer Answer

  Date: 08/28/2023

   
  Complaint: 20486860
  
  I am rejecting this response because: it doesn't allow enough time for response.  An installer is coming to the house September 1st and I'm not sure how long it will take after that as it is Labor Day 3 day weekend for the company to prepare a response after the installer is here.  
  
  Sincerely,
  
  *******************************